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Contacting Support on 3.5

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Open Support Ticket on 3.5

Support Tickets are a great way to contact our Support Team. Tickets provide an audit trail and allow Acuity to report on frequent request to learn where the next improvement opportunity lives. Support is available for all users on Acuity’s system.

  • Our goal is to respond within 24 hours.
  • Reporting request can take up to 3 business days as well as database overrides.

Steps to Create a Support Ticket

  • While signed in, navigate to the Help tab
  • The HELP tab is located at the top right of the screen
  • Click CONTACT CUSTOMER SUPPORT. Enter your ticket information. The subject, a detailed description and you can also attach documentation regarding your request.
  • Provide the details of the action you need performed by our Support Team
  • Click Submit
  • If attaching documentation, make sure the items uploaded before clicking Submit

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Acuity Tip:
  • When reporting navigation/function/application error/user interface issues, identify the page AND copy and paste the URL of the exact page on which you are experiencing the error.
  • Identify the browser you are using and what version (i.e. Firefox, Safari, IE7)
  • Time stamps can also be super helpful.
  • If you need to respond to an open case/ticket just click Reply to the last correspondence
  •  If you are locked out of the site, you can still create a ticket here: AcuityCaseForm
Additional Support Options:

Chat

Chat is a great way to get a quick question answered. For more complicated inquiries, use the ticket option outlined above.

  • To initiate a Chat, click the Chat button located at the button right of the site

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  • Available M – F: 7 a.m. – 8 p.m. ET
  • Would you like a copy of your Chat Transcript? Click the ellipsis menu to locate this option:

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Phone
  • Toll Free – 1-888-784-7224
  • Menu Options (subject to change): Press option 2 (Support), then option 1 (Legal), then option 4 (Acuity Support), to get to the Acuity ELM Support queue where a customer support representative will take your call.

  • Available M – F: 7 a.m. – 8 p.m. ET

Acuity Platforms:

  • Acuity has two different platforms.  Our upgraded platform is referred to as version 4x.  The dominant site color is blue.  If you only have access to this system, you can review How to Contact Acuity Support for how to contact us there. 
  • The above Quick Tips refer to our legacy 3.5 platform.  The dominant site color is red.  
  • If you have access to both, you can easily toggle between the two platforms
  • When in 3.5, your personal Dashboard will appear in the far left side of the screen
  • Click the Change client option to select a different site to access:

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  • When in 4x, click the chevron next to your name in the far right to access your personal Dashboard
  • Click the Switch to option to select a different site to access:

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Finance Questions:

Acuity Support does not manage Mitratech invoicing.  If you have any questions regarding use fees, contact ebilling@mitratech.com 

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